MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE

• US 20180270357A1
• Filed: 05/23/2018
• Published: 09/20/2018
• Est. Priority Date: 09/24/2012
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Afiniti International Holdings, Ltd.
• Inventors: KAN, Ittai, CHISHTI, Zia, MERCHANT, Akbar A.
• Granted Patent: US 10,244,117 B2
• Time in Patent Office: Days
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/00 Automatic or semi-automatic exchanges
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 5/00 Manual exchanges substation equipment in general H04M1/00

Abstract

A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

Claims

1. A method for pairing in a contact center system comprising:

pairing, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and

establishing, by a routing engine of the contact center system, a communications channel between communication equipment of the first contact and communication equipment of the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system.

2. The method of claim 1, wherein the first agent has a relatively lower first performance measurement than a second performance measurement of a second agent available for pairing.

3. The method of claim 1, wherein the first contact has a relatively lower first influenceable-by-performance measurement than a second influenceable-by-performance measurement of a second contact available for pairing.

4. The method of claim 3, wherein the first contact is relatively more likely to produce a favorable outcome than the second contact regardless of the first performance measurement of the first agent, and wherein the first agent has a relatively low first performance measurement.

5. The method of claim 3, wherein the first contact is relatively less likely to produce a favorable outcome than the second contact regardless of the first performance measurement of the first agent, and wherein the first agent has a relatively low first performance measurement.

6. The method of claim 1, wherein relatively low-performing agents are preferably paired with relatively low influenceable-by-performance contacts to reserve relatively high-performing agents for relatively high influenceable-by-performance contacts according to the first pairing strategy.

7. The method of claim 1, wherein the first performance measurement is based on data for at least one of sales, customer retention, contact handle time, customer satisfaction, revenue, first call resolution, units sold, or transaction points.

8. A system for pairing in a contact center system comprising:

at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to;

pair a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and

establish, by a routing engine of the contact center system, a communications channel between communication equipment of the first contact and communication equipment of the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system.

9. The system of claim 8, wherein the first agent has a relatively lower first performance measurement than a second performance measurement of a second agent available for pairing.

10. The system of claim 8, wherein the first contact has a relatively lower first influenceable-by-performance measurement than a second influenceable-by-performance measurement of a second contact available for pairing.

11. The system of claim 10, wherein the first contact is relatively more likely to produce a favorable outcome than the second contact regardless of the first performance measurement of the first agent, and wherein the first agent has a relatively low first performance measurement.

12. The system of claim 10, wherein the first contact is relatively less likely to produce a favorable outcome than the second contact regardless of the first performance measurement of the first agent, and wherein the first agent has a relatively low first performance measurement.

13. The system of claim 8, wherein relatively low-performing agents are preferably paired with relatively low influenceable-by-performance contacts to reserve relatively high-performing agents for relatively high influenceable-by-performance contacts according to the first pairing strategy.

14. The system of claim 8, wherein the first performance measurement is based on data for at least one of sales, customer retention, contact handle time, customer satisfaction, revenue, first call resolution, units sold, or transaction points.

15. An article of manufacture for pairing in a contact center system comprising:

a non-transitory processor readable medium; and

instructions stored on the medium;

wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to;

pair a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and

establish, by a routing engine of the contact center system, a communications channel between communication equipment of the first contact and communication equipment of the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system.

16. The article of manufacture of claim 15, wherein the first agent has a relatively lower first performance measurement than a second performance measurement of a second agent available for pairing.

17. The article of manufacture of claim 15, wherein the first contact has a relatively lower first influenceable-by-performance measurement than a second influenceable-by-performance measurement of a second contact available for pairing.

18. The article of manufacture of claim 17, wherein the first contact is relatively more likely to produce a favorable outcome than the second contact regardless of the first performance measurement of the first agent, and wherein the first agent has a relatively low first performance measurement.

19. The article of manufacture of claim 17, wherein the first contact is relatively less likely to produce a favorable outcome than the second contact regardless of the first performance measurement of the first agent, and wherein the first agent has a relatively low first performance measurement.

20. The article of manufacture of claim 15, wherein relatively low-performing agents are preferably paired with relatively low influenceable-by-performance contacts to reserve relatively high-performing agents for relatively high influenceable-by-performance contacts according to the first pairing strategy.